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Salesforce ADM-261 Exam Sample Questions


Question # 1

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session


B. Suggest articles for a web-to-case question
D. Recommend articles prior to a Live Agent session




Question # 2

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? Choose 3 answers
A. Attachments and .html files in Classic Knowledge are moved to the Files object.
B. Visualforce pages refer to Classic article types.
C. Each article must be associated to a record type.
D. Approval process history migrate to Lightning Knowledge.
E. Article numbers change during migration.


A. Attachments and .html files in Classic Knowledge are moved to the Files object.
C. Each article must be associated to a record type.
D. Approval process history migrate to Lightning Knowledge.




Question # 3

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
A. Mass Email
B. Chatter Groups
C. Public Groups
D. Escalation Rules


B. Chatter Groups




Question # 4

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
A. Average queue time per agent
B. Number of leads created
C. Opportunities per channel
D. Cost per call
E. Number of sales queues


B. Number of leads created
C. Opportunities per channel
D. Cost per call




Question # 5

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence


B. Agent utilization
D. Schedule adherence



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